Customer Relationship Management

Course Summary

Length

1.0 day

Course Overview

In this course, participants learn how to create customer loyalty, develop a market intelligence enterprise, and effectively implement customer relationship management. This program explores the costs and outcomes of CRM, CRM pre-implementation strategies, the CRM implementation process, tactics used to test CRM, and ways to modify operations costs to become customer focused. This program also covers managing customer relationships over the Internet (eCRM), eCRM characteristics, process automation with eCRM, and customizing eCRM interfaces for each type of user role.